Robotic dining delight: Unravelling the key factors driving customer satisfaction in service robot restaurants using PLS-SEM and ML

Abstract

AbstractIn the past few years there has been a remarkable surge in demand for robot service restaurants. However, as both the technology and the concept of such restaurants are relatively new, there is a limited understanding of how consumers would react to this new change in the service industry. This study focuses on the key factors influencing customer satisfaction and their intention to repeat the experience by using two staged hybrid PLS-SEM and Machine Learning approaches. The finding confirms that perceived enjoyment, speed, and novelty influence customer satisfaction, whereas perceived usefulness has no influence. Additionally, the study uncovers that customer satisfaction and trust positively mediate the relationship and establish the link with repeat experience. The machine learning models (Artificial Neural Network, Support Vector Machines, Random Forest, K-Nearest Neighbors, Elastic Net) predict the intention to repeat the experience of the service robot with an overall model fit of around 57%. We also discussed several new and useful theoretical and practical implications for enhancing the customer experience during the visit to the restaurants.

Keywords

• robotics
• PLS-SEM
• machine learning
• repeat experience
• trust
• service restaurants